Streamlined Onboarding Process, Enhanced Guest Experience with Customized Hotel Management Application

The company is a leading hotel chain group with over 1,100 properties across eight countries.

The company wanted to simplify the guest onboarding and their membership enrollment processes to deliver a seamless customer experience. However, the company faced challenges:

1. The guest onboarding process was complex
2. Enrollment in the Membership program and Guest information updates were redundant
3. The company was using a third-party application to handle guest requests
4. Search functionality was not serving the purpose

Evoke addressed the challenges by building a tailored Salesforce solution. This enabled the hotel chain company in:

1. Onboarding: Streamlined user onboarding process to make the user get the room faster
2. Enrollment: We merged the guest information update and membership enrollment forms, allowing the front desk associate to use a single form instead of navigating two different ones.
3. Guest Request: We proposed an in-built guest requests/issues handling functionality that saved time and cost.
4. Advanced Search: The existing search box only facilitated searching by first name or last name. We added the option to search bookings based on the arrival date and booking status.

• Faster check-ins
• Quicker booking retrieval
• Reduced front desk effort
• Lower operational costs
• Improved customer satisfaction